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Encha Gratitude Reward Program - Being Discontinued Due to App Technical Difficulty (details below)

Dr. Li Gong in Encha organic matcha farm

Announcement:

Dear Encha community,

So many customers reported the difficulty of using the app for redeeming reward points. I tried very hard to work with the app engineers. But the current state of the art is quite limited. We are a small start-up focusing most of our energy on organic matcha farming. It has been taking a lot of our time supporting each person for redeeming points.

Thus, I am discontinuing the reward program. Instead, I lowered the prices of Ceremonial and Latte grades of Encha by $2-$4, and increased the discount of Subscribe&Save from 15% to 18%. Enjoy the instant savings! And please read the details below for the validity period of existing reward points. Thank you for growing and evolving with me in our collective organic matcha journey!

Li Gong, Ph.D.

1. Starting on January 10, 2019, there is no more point-earning from purchases and referrals. 

2. Reward points earned before January 10, 2019 (PST) are valid until February 28, 2019 (PST) and will expire on March 1, 2019 at 12:01am (PST). The gratitude reward program app will be removed from Encha.com on March 1, 2019. 

  • The reward redemption rule is described below and is subject to availability and changes at any time without notice. We will be overwhelmed with product redemption. Reserves of some or all reward products might be depleted. 

  • Before January 10, 2019, customers who set up an account earned reward points from valid purchase spend, not counting shipping charges and taxes, or earned reward points from referrals which completed the purchases using the referral coupon. The number of points for each applicable customer is as recorded in the Gratitude Program App. 

    3. Application for Reward Redemption:

    We use a software application “Smile.io” to run the Gratitude Reward Program.

    • You can self-help using the app to redeem the points. Below are detailed instructions.
    • Or you can email us (encha@encha.com) to redeem the points for you. We will manually adjust the points and create a free order accordingly in our system. Please email us your number of points and the desired products for redemption according to the redemption rule above. We ask you to redeem 60g packets first if you have more than 550 points to reduce our effort of packing mini-Encha in small boxes. If a reward product reserve is depleted, we will update the reward redemption rule above. Please send one email summarizing your need for redemption.
    • To help reduce our shipping cost and the carbon impact, we will combine your redemption product with your next subscription order. If you don't have subscription, please email us when you plan to have your next order. 

    4. Terms and Conditions of Encha Gratitude Program for Loyalty and Referral Rewards

    We reserve the right to modify or cancel the Encha Gratitude Program and update the Program details on this page accordingly, at any time, without notice. The reward earning and redemption rules are subject to change and reward product availability limit. Reward points are for redeeming available reward products only and cannot be exchanged for cash, credit, or anything else. If Encha Gratitude Program is discontinued, any remaining reward points will become nullified on a date announced on this page (see above). Encha Gratitude Program doesn't apply to wholesale or bulk-size purchases. 

    Instructions for How to Use Encha Gratitude Program App 

    I. LOG IN YOUR ACCOUNT

    To open the Encha Gratitude Program app, please find the big bright button floating on the lower left corner of the screen:

    Encha Gratitude program app

    • Your account is defined by your unique email address, not by your name.
    • If the system generates the error message “Invalid login credentials”, there is no account under the email you entered. You probably made purchases as a guest before. 

    II. Redeem Points for Free Products

    1.  Select a reward product option that you want to redeem with enough points.

    screen shot of what the App looks like:

    2. Then the app generates a unique coupon. Click "copy" for the coupon. 

    What "Copy" does is to copy the coupon code to the INVISIBLE clipboard in your computer. In a few steps, we will show you how to paste it.

    3. Now let's find the product and add it to the shopping cart.

    • Go to "Products" tab of Encha.com. Add the product you want to redeem along with any other products you want to the cart.

    Do NOT select subscription prices. The coupon doesn't work for the subscription system which already contains 18% discount. 

    4. Apply the coupon by "paste"

    • On the checkout page, paste the coupon into the “Discount” field.
    • You can right click your mouse to select "paste" or Ctrl-V to paste the coupon you have just copied. The coupon will appear and deduct the price for the free Gratitude product.

    5. FREE U.S. shipping for Gratitude redemption product

    • We figured out a way to offer free U.S. shipping for product cost at $0.00. For U.S. addresses only.
    • Shipping charges apply for international countries other than the U.S.

    • If you still see the shipping charge, click "Edit" in the shipping section on the left of the screen. 

    • Select "Free Shipping for Gratitude Redemption".

     

    6. Combine orders for the same shipping address

    • If you have a subscription auto-ship coming up (with free shipping), you can email us to combine the free Gratitude redemption product to your upcoming subscription if they go to the same address. 

    7. If you don’t finish the checkout order process after you clicked "Redeem" for a free product, the points are NOT going back to your account. The unused coupon is still in your "My Rewards" list. 

    8. If the reward redemption order is cancelled, the e-commerce system cannot put the points back into your account in the Gratitude program app.

    9. Each time the app can only support you to redeem one free product coupon, to avoid potential abuse of the program. 

    If you have redeemed multiple free products at once, please let us know. We will combine them into one shipment if they all go to the same address.

     

    III. Redeem Points for Free Products for Friends and Family

    1. Follow the same process from the above. At the checkout, change the name and address to the gift recipient.